Customers are more demanding than ever and barriers to switching between brands are at an all time low. Companies can address these challenges. Recognize that every customer interaction matters. Proactively capture feedback throughout the customer journey. Use those insights to continuously improve upon each customer touchpoint. This drives two key advantages:
To capture these benefits, marketing leaders and product managers need a systematic way to gather continuous feedback across multiple customer touchpoints and channels. Using this data gives insight into your customers’ evolving needs, desires and perspectives, driving improvements and greater loyalty.
The most loyal customers deliver a 23% premium in revenue and profit (Gallup)
Traditional customer feedback models provide too little information, too late. They typically only offer data on two customer touchpoints, at purchase and complaint. Brands need to go beyond this. Evaluate the period before, between and after these milestones to provide a full picture of the customer journey.
Questback Customer Touchpoint gives you a complete view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. We make it easy to collect customer feedback, customize the experience and analyze and act on the results.
By gathering feedback that matters, companies can:
With Questback, real-time dashboards tell you not only what happened but also why by identifying trends and "hot alerts" for high-impact issues.
Customer Touchpoint lets you track the NPS for each specific touchpoint and highlights areas for improvement throughout the entire customer journey.
Increasing loyalty boosts the top line, delivering higher revenue, lower customer churn and decreased support costs. Customer loyalty begins with continuous feedback tied to analysis and action. Are you listening to your customers?
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